Wrong size Carpet from SCS!!!

lee159

Hello Everyone!
I've not posted here before but would love some advice if anyone can help please? We are having a 'bad' experience with SCS regarding last weeks carpet fitting to say the least!
In brief:-
1. Carpet ordered and paid for in October for fitting before Christmas.
2. 'Measuring guy' came from SCS to measure up.
3. Carpet arranged to be fitted on Friday 5th December.
4. At 1615 on 05/12/14 informed by fitters than supplied carpet was the wrong size and would need to be 'patched'.
5. Complained to SCS branch over the telephone, offered £100 compensation as 'good will' and a replacement carpet. Asked for this in writing, and said I would discuss with wife that evening. Promised a call from John in SCS the next morning.
6. After my wife nearly had a stroke lifting furniture back that night, between us we said we would live with the 'patched' carpet and would await contact from 'John' the next day.
7. No call from 'John' at SCS by lunchtime even though we were promised. Finally got through to him just after mid-day on Saturday 6th.
8. Again asked for offered deal in writing and supplied email address. Said we would live with carpet as it was but thought £100 was too little compensation. (Carpet cost in excess of £400 for lounge alone. Total bill from SCS for full order was £1200 plus.) Replacement of carpet would be well over £400 if including delivery etc. At this point we were told a replacement had been ordered first thing that morning but as it wasn't a 'stock item' he had no idea of potential delivery date.
9. I put our point across and said for 'an improved financial compensation sum' we would life with the carpet as it was as we were unable to take more time off work and couldn't move the furniture anymore etc.
10. We were thanked by 'John' for our understanding and he would speak to his boss (who was awaythat day) and return my call asap.
11. No call by Wednesday (some asap!) and when I rang the store I was told no managers were available due to a 3 day management meeting! (They don't even leave the meeting room to use the bathroom let alone call anyone I was told!)
12. No call by Friday 12th from John even after leaving my number. He was with a customer for over 2.5 hours!
13. Had enough and rang head office of SCS and in turn recieved a call back from Peter Fallow, reginal Manager for carpets.
14. To be fair he listened and said he would seek a solution and call back within 60 minutes.
15. One hour later I recieve a call from store manager. Abrasive to say the least. Offered £200 compensation and left as it is or a replacement carpet some time in January. SCS would pay for fitting and to have the furniture removed and replaced. I had the sale of goods act quoted numerous times and it was a take it or leave it approach.

I've found SCS difficult to deal with from the start and think this is a paultry offer for the hassle they have caused. Surely the cost of replacing a £400 plus carpet, delivery, fitters etc would cost more than the £200 offered at present.
I'm getting a call back on Monday, can I push for more compensation and keep the carpet we have or do I just have to settle for one of the options offered? What if I went to the store and allowed potential customers to over hear how badly we have been treated???

lee159

Sorry forgot to add. No order had been placed by 'John' on the 6th December as we were told by him when he offered the £100 compensation as good will and for the carpet to be replaced. The store manager informed me yesterday that he could see that no replacement order had been made.....at all. He didn't like it when I pointed out his staff were liars then...

neilmcl

I don't see what the problem is. They've offered to replace the carpet with very little hassle for you. You sound like all you've seen the pound signs and all you're interested in is screwing them for as much compo as you can get your hands on.

Personally, other than the original problem of having a "patched" carpet I don't think you've been treated that badly.

bris

£100 is a good deal, you are expecting to much here, they are doing everything they can to resolve the issue and it's not as if you have bare floorboards.

lee159

Sorry for giving everyone the wrong impression here but I am not out just to make a quick few quid....I wouldn't be shopping in SCS at £1400 a time if I was that hard up.
What does bother me is the standard of service we have recieved, the manner in which I have been spoken to. (Not mentioned here in detail as I am only after advice on consumer rights not just out to 'slag off' the retail industry.) And just the poor manner in which I feel we have been treated.
My wife and I are bother customer facing and no how to treat the customer...Sadly how we have been treated shows that SCS do not...

unholyangel

I get why you may feel aggrieved but unfortunately, it doesnt entitle you to anything extra and hurt feelings don't really have any place in a business transaction - which may explain why posters are saying your expectations are too high and SCS have offered a very good deal.

McKneff

lee159 wrote: »

Sorry for giving everyone the wrong impression here but I am not out just to make a quick few quid....I wouldn't be shopping in SCS at £1400 a time if I was that hard up.
What does bother me is the standard of service we have recieved, the manner in which I have been spoken to. (Not mentioned here in detail as I am only after advice on consumer rights not just out to 'slag off' the retail industry.) And just the poor manner in which I feel we have been treated.
My wife and I are bother customer facing and no how to treat the customer...Sadly how we have been treated shows that SCS do not...

You are not giving people the wrong impression, and you ARE out to make a quick few quid. You caused a lot of the hassle your self by not accepting the £100, and now they have doubled the offer and your still wanting more.


If you don't want any more hassle, just accept the offer and move on.

shaun_from_Africa

lee159 wrote: »

Surely the cost of replacing a £400 plus carpet, delivery, fitters etc would cost more than the £200 offered at present.

I very much doubt it.
Last year I had a new lounge carpet fitted and I chose the one I wanted from Carpetright and then a carpet fitter I know bought exactly the same carpet from his supplier.
Carpetright wanted £29.50 per metre and my mate charged me £16.00 (and he still made a profit on this).
His standard fee for delivering and fitting was £60.

With the quantities that SCS buy, the carpet that you paid £400 for probably cost them less than £100 and I doubt very much if delivery and fitting would cost them more than my mate charged me (£50)

Poppie68

You complain to them because you have ended up with a patched carpet.... they offer £200 company and a new fitted carpet... so where's the problem???
I would also say there customer service is spot on....try and remember you are not their only customer... and 2.5 hours with a customer is about correct in a store such as SCS if the customer is making choices etc...

visidigi

Also remember a £400 carpet to you doesn't cost them £400 - it probably costs them £100, at a push £200.

Isn't that a coincidence...

cattie

In my opinion you are being very greedy. Most people would be more than happy with a 50% refund & would take the money & run.

In my previous home I actually opted for carpets in 2 of my bedrooms to be joined in the alcoves (as opposed to your wording of patched) as it saved me a significant amount of money on having to specially order in a wider width of carpet. Once done you never would have known that the carpet had been joined in this way. As long as a true professional is doing the fitting, they should be capable of doing a faultless job if a carpet needs to be joined.